OLYMPIA, Wash. – The Washington Employment Security Department will continue its adjusted unemployment benefits call center hours after a successful 90-day pilot.
The changes have led to quicker payments and more calls being answered.
The call center hours were adjusted in October 2025 due to increasing layoffs and longer unemployment durations. The new hours are 8 a.m. to noon on Tuesdays and Thursdays, allowing representatives to focus on processing claims.
Commissioner Cami Feek expressed satisfaction with the progress. “We’re pleased with the progress we’re making, especially seeing an increase in customers receiving their benefit payments faster,” said Feek.
The adjusted hours will remain in place through June 30, 2026, to gather more data. Regular hours are 8 a.m. to 4 p.m. on Mondays, Wednesdays and Fridays.
Employment Security has seen a 3% increase in first-pay timeliness and a 16% increase in calls answered during non-holiday weeks. A 37% increase in tasks completed on Tuesday and Thursday afternoons has also been noted.
JR Richards, director of Insurance Services, emphasized the department’s focus on serving customers. “We see real opportunity and room for improvement with this approach,” said Richards.
Customers are encouraged to visit the Employment Security Department’s website for information on applying for benefits and managing claims. They can also check their claim status through their eServices account.
